Overview Bar Widget

Required permissions: Interaction Analytics View

The Overview Bar widget displays big picture information about the data in the dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria.. You can include one or more of these three sections in the widget:

Interactions: Number of interactions per minute, per hour, per day, and total in the dataset. Also shows increasing or decreasing trends in the number of interactions.
Sentiment: Percentage of total interactions per sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. Interactions can be positive (blue), negative (red), mixed (dark gray), or neutral (light gray).. You can choose whether to show contact sentiment or agent sentiment.
Volatility: How sentiment is trending over the time period in the dataset. Different interactions can display different sentiments. Sometimes sentiment swings occur within individual interactions themselves. This line chart helps you see how sentiment is trending throughout the entire dataset and time period being analyzed. The line trends upward when the data is considered volatile, that is, when there is an increasing amount of rapid change in sentiment. It trends lower when the data is more stable, or when there are fewer changes in sentiment.

Watch this short training video to learn more about this widget.

Customize the Widget Settings

Click the Options icon in the top right corner of the widget.
Click Settings.
Click Widget Options to open the drop-down.
If you want to include only some sections of the widget, select or clear the checkboxes next to Display Interactions, Display Sentiment, and Display Volatility.
If you want to specify whose sentiment appears in the sentiment section, click the Participant Sentiment drop-down and select either Client or Agent. The widget displays client (contact) sentiment by default.
Click OK.